Geek-Guru was formed in 2006 and has grown to support a wide range of businesses across the Midlands and the UK. We offer a comprehensive IT solution to our clients; encompassing proactive support coupled with business-centric consultancy and project delivery. We support a range of clients from small SME businesses up to large multinationals. We provide installation and support services covering amongst other things Windows server, network infrastructure, remote working and mobile computing. In recent years, we have seen significant growth in the areas of cloud infrastructure (such as Office 365) and information security. An interest in these fields would therefore be an advantage.

The role of the 3rd Line Technical Support Engineer

You will be responsible for providing 3rd line technical support to our clients. This includes deep-diagnostic and remedial work required when the 1st and 2nd line support team has failed to deliver a solution. The role would also have elements of team management - assisting the helpdesk team with delivering an excellent service to our clients. There would be an expectation that the candidate would take some responsibility for overall management of helpdesk metrics to ensure we are meeting service levels. This may involve helping to refine processes and procedures, so an understanding of the support process is essential.

Requirements of the 3rd Line Technical Support Engineer

- Experience working on a busy helpdesk to resolve a variety of client issues.- Diagnostic and administrative experience with Windows Server operating systems including 2008, 2012 and 2016.- Diagnostic and administrative experience with Exchange messaging including Exchange 2013, 2016 and O365 hybrid-deployments.- Excellent networking experience including in-depth knowledge of TCP/IP, DNS, switching, routing and firewall applications.- Excellent people and communication skills - experience leading teams would be a significant advantage.